ABBREVIATIONS
WD
Withdrawal
The browser based application which provides inbound and outbound telephone interactions for users within the New Jersey and Colorado offices.
AVAYA
Check for this on the Status Bar under 'Other' to see whether or not a customer should be eligible for targeted offers, such as a Deposit Match or Safety Net Bet.
Marketing-No
PAYMENT
When a payment method is linked to a second account, it will be highlighted red in this tab.
Payment Details
(1) ____ - Suspended - (2) _____ Comments - [Insert Comment Made] - Auth [XX] - Contact ID [XXXXXX]
(1) RG (2) Concerning
FRM
Fraud & Risk Management
A duplicate email can be transferred to this folder.
NRR (No Reply Required)
THREE details that can be seen by viewing the Login History tab.
(1) Recent login dates/times (are they currently logged in?) (2) State domain customer is being connected to (3) Device (Desktop or Mobile - iOS/Android) (4) IP Address (5) City
MEMBER
View History on this tab to find an account was closed for Duplicate SSN.
Status
BONUS BETS - CUST REQUEST - (1) _______ - Customer advised of offer availability and where to view further information regarding bet365 offers.
(2) What type of Bonus is the customer requesting?
(1) DECLINED
(2) LOYALTY
PM
Payment Method
Used in conjunction with the Avaya telephone system to record and monitor calls, as well as obtaining the Contact ID after the call is completed.
VERINT
You see a customer's account is closed without a note specifying the closure. Therefore, in Account Manager you select Member -> Status -> View History. These are TWO possible reasons why the account was closed.
HISTORY
This tab can be useful to see if a customer was sent any communication regarding a restriction placed on their account.
Customer Comms
CONTACT - Customer advised of ______ ______ and that their account has been blocked for bet placement on a permanent basis. Auth: Team Leader
PERM BLOCK
UR
Under Review
A customer calls after their account has been restricted, as a third-party had previously contacted in regards to this account. You see a note on the account stating the customer must complete a (1) _____ _____ call, therefore you are to collect (2)_____ Security. (3) What else MUST be done before reactivating the account?
(1) Sole Access (2) Enhanced (3) Reset the Password (Account Manager -> Member -> Password -> Reset Password)
A customer contacts regarding a withdrawal that was requested over 24 hours, which you can see is still 'orange' when viewing Sports History. Therefore, you check for this first before reaching out to FrM.
V Tool -> Pot-BA
OFFERS
Add Bonus Bets as a GOGW under this tab (1), which can then be claimed under this tab (2)
(1) AdHoc Bonus
(2) Offers Activity
VER - Account Suspended - _____ - Full Name/Address Mismatch on SSN Details. Customer confirmed their full name as [enter customer’s full name] and completed Enhanced Security as per ____ procedure. Customer to provide ID, copy of SSN, POA and explanation. Once received, refer to NJ VER. (*Same Answer for both*)
UD01
DL
Deposit Limit
You are on the phone with a customer who is unable to recall their Username. These are THREE alternative details we can ask for to try locating the account.
(1) Email Address (2) Telephone Number (3) Second (Last) Name & Initial (4) Card Number
Account History
HISTORY
This tab can be checked when a customer is waiting for their PayNearMe deposit to show in their bet365 account balance.
Pending Payments
Sports -> Complaint -> Transaction -> Betting Restrictions
________ - Customer would like their account reviewed because [details of customer's restriction that they wish to be reviewed]. Customer to be contacted back via email.
PENDING